IT Process Manager

Encompass Solutions; Vaughan; On-site; CAD 85,000 - 120,000; Full time

Job summary

A leading company in IT services is seeking an experienced IT Process Manager. In this role, you will oversee IT service delivery processes, enhance efficiency, lead teams, and ensure compliance with industry standards. Applicants should have a strong educational background, proven experience in process management, and excellent leadership skills.

Qualifications

• Proven experience in IT process management, preferably in an MSP environment.
• Strong understanding of ITIL, Lean, or other process improvement frameworks.
• Project management experience and certifications (e.g., PMP) are a plus.

Responsibilities

• Design, implement, and refine IT service delivery processes.
• Monitor and evaluate IT processes to ensure they meet quality standards.
• Manage and mentor a team of IT professionals.

Skills

Leadership

Communication

Analytical

Problem Solving

Education

Bachelor’s or Master’s degree in Information Technology

Business Administration

Job description

We are seeking an experienced IT Process Manager to oversee and improve our IT service delivery processes. The ideal candidate will be responsible for ensuring the efficiency and effectiveness of our IT operations, aligning processes with industry best practices, and enhancing client satisfaction.

Key Responsibilities:

1. Process Development and Improvement: Design, implement, and refine IT service delivery processes. Ensure alignment with industry standards and best practices.

2. Quality Assurance: Monitor and evaluate IT processes to ensure they meet quality standards and client requirements. Implement continuous improvement strategies.

3. Team Leadership: Manage and mentor a team of IT professionals. Foster a collaborative and efficient work environment.

4. Client Interaction: Work closely with clients to understand their needs and ensure that IT processes are tailored to meet these requirements.

5. Project Management: Lead and coordinate IT projects, ensuring timely and within-budget delivery.

6. Compliance and Standards: Ensure all IT processes comply with relevant laws, regulations, and industry standards.

7. Reporting and Analysis: Develop and present regular reports on process performance, improvements, and challenges.

8. Vendor Management: Collaborate with vendors and partners to optimize service delivery.

9. Technology Integration: Oversee the integration of new technologies into existing processes, ensuring minimal disruption and maximum efficiency.

Qualifications:

• Bachelor’s or Master’s degree in Information Technology, Business Administration, or a related field.
• Proven experience in IT process management, preferably in an MSP environment.
• Strong understanding of ITIL, Lean, or other process improvement frameworks.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Project management experience and certifications (e.g., PMP) are a plus.

Work Environment:

• Office-based with occasional visits to client sites.
• Standard work hours with flexibility to meet project deadlines and client needs.

Encompass Solutions:Encompass Solutions, renowned for its robust IT services, champions the principle of aligning technology with business goals for consistent, reliable outcomes. With a mission to deliver top-tier IT processes and strategies, Encompass is committed to excellence in customer service, enhancing business performance, and managing technology costs effectively. Leveraging a history of large infrastructure support, our experienced teams excel in solving complex challenges efficiently, ensuring optimal business-aligned IT solutions.